Scenario

Driver partner reaches out

to Uber Eats support for transport related
concern

Pushback

Rider reaches out to Uber Eats support for

transport related concern

Pushback

Call opening - Caller not calling from the

registerd phone number for generic
information

Caller asking for generic info (not related

to the account/ order details/payments)
e.g. how to sign up? Which cities is Uber
Eats present in ?...

Call opening - Caller not calling from the

registerd phone number for issues related
to
Caller Account/ order related query
 Call opening - Caller not calling from the
registerd phone number for issues related
to
Account/ order related query

Call opening - Caller calling from the

registered phone number

Authentication - Caller called from

registered mobile no. and the issue is
order related

Authentication - Caller (courier) called from

registered mobile no. and the issue is
order related

Authentication - Caller (resto) called from

registered mobile no. and the issue is
order related

Empathy
 Hold

Hold Refresh

Further Assistance

Closing

Call opening

Call closing

Discard food

Empathy

Conference

Summarising the call

Wrapping up a call

Angry or frustrated customer

 Angry or frustrated customer

Empathy

Unable to answer a question

Escalating a call

Dead air fillers

Ask for additional details to understand the

concern

If the customer insists on speaking with a

supervisor rather than providing additional
details

If you’ve attempted to resolve the issue or

offered a follow-up and the customer still
insists on speaking with a supervisor

A customer using inappropriate language

 Permission for hold

Inform the customer

Putting the call on hold
Placing call back on hold

Call opening - Caller calling from the

registered phone number

Call opening - Caller not calling from the

registerd phone number

Call opening - Caller calling from the

registered phone number

Thanks for the information

Authentication - Caller called from

registered mobile no. and the issue is
order related

Authentication - Caller (courier) called from

registered mobile no. and the issue is
order related
Authentication - Caller (resto) called from
registered mobile no. and the issue is
order related

calls for a non-order related issue and the

concern has to be escalated to L2

Empathy

Hold

Hold Refresh
Further Assistance

Closing
 English

(Apologise if required)
I understand your concern and would like to inform that you have
contacted Uber Eats support.
For any transport related concern, please reach out through Uber in
app ‘Help’ section.
Select the trip and write your concern or you can directly write into
https://help.uber.com/partners and we’ll be glad to solve your
concern.
You can also call on your helpline number

I understand, however, as mentioned earlier the only way to

resolve your concern is to get in touch via our in-app support

(Apologize if required)
I understand your concern and would like to inform that you have
contacted Uber Eats support. Unfortunately, we will not be able to
resolve your concern via this channel.
For any transport related concern, you can reach out through your
in app ‘Help’ section. You can also reach out to us via our
website:https://help.uber.com/and the appropriate team will look
into it.

I understand, however, as mentioned earlier the only way to

resolve your concern is to get in touch via our in-app support

Welcome to Uber Eats. My name is “Agent First Name”, how can I

help you today?

Sure, I will help you with your query.

Welcome to Uber Eats. My name is “Agent First Name”, how can I

help you today?
Sure, I will help you with your query.

Meanwhile, for verification purpose, may I have your registered

mobile number and full name please?
Welcome to Uber Eats. My name is “Agent First Name”, how can I
help you today?
Sure, I will help you with your query.
Meanwhile, For verification purpose, may I have your registered
mobile no., full name or your Driving License no. please?

Welcome to Uber Eats My name is “Agent First Name”, how can I

help you today?…. .
Sure, I will help you with your query.
May I know your name please?
-If the name is same as that in tools, proceed with the query

-If the name is not the same as that in tools,

Thank you. May I also have your registered mobile No. and your
email id

If verification fails

Unfortunately, the details you’ve given us don’t match our records

and as much as I’d like to help, our privacy policy does not allow us
to disclose account information without verification. In this case, it
is best to have the verification details ready with you or if this is a
family member or friend’s account, please have them call us and
we’ll be glad to look into the issue for you.

Verified account: “Is this your order xxx from xxx Restaurant that
you placed at around xx:xx AM/PM?

Or

Did you order <item name1>, <item name 2>? From xx

restaurant?

Are you referring to the order xx you are scheduled to pick up/have
picked up from xx resto?

Verified account: “Is this your order xxx that you received at around
xx:xx AM/PM?
“Can you confirm your registered mobile number or Name”
“Can you help with any of the following details:
- previous order
- location
- amount”

I can understand your concern/problem and I am here to help you.

First Hold - For better assistance, May I place your call on hold for
1-2 minutes for this reason

Second Hold:- Thank you for holding the line. It's taking more time
than expected, May I place your call on hold for another 2 minutes?

Thank you for being on hold.

Is there anything else I can help you with?

We value your feedback. Please be on the call for a quick

IVR survey.Thank you for calling Uber Eats. Have a great
day/evening!
Good morning/Good evening. This is “Agent First Name” calling on a
recorded line from Uber Eats. Am I talking to “Called person’s
name” ?

Thanks for giving your time to Uber Eats. Have a good day.

You can do whatever you feel like, have it or donate it

I can understand your concern/problem and I am here to help you.

Please stay on call so that we connect you to the
Restaurant/Courier Partner/Eater.
Just to make sure we're on the same page,(summary of your
understanding of the issue so far). Does that sound right to you?
Let me give you a recap of what we've discussed so far

As a reminder, here are the next steps I'm going to take on my end

I want to make sure you have a full understanding of what went

wrong here, and what we're planning on doing to fix this for you

Before we end this call, do you have any other questions for me?

While we're on the line, is there anything else I can help you with?

I saw that you'd previously asked about[TOPIC]; do you have any

further questions on that topic that I can help you with?

While reviewing your account, I also saw that you'd had some
issues with[TOPIC]; are there any ongoing problems in that area
that you'd like to go over?

I completely understand the frustration - I want to make sure we

completely resolve this as soon as possible

I assure you that we're doing everything we can to make this right
for you
I do understand your frustration, and I want to help however
possible
(wait for a pause) "Totally happy to get that one addressed - before
we do so, just want to make sure the issue at hand is 100% solved.
Then we can jump into this one!

I'm so sorry to hear that, and I understand your frustration

I understand that you are frustrated about this situation, I will try
my best to get this issue solved right away

I don't know the answer to that one - but the minute we get off the
phone, I'll be finding that answer and following up

That's a great question, but unfortunately, that's not something I

know the answer to. Once we're off the phone, I'll be happy to
escalate that and make sure someone responds and gives you a
satisfactory answer

Thank you very much for taking the time to speak with me, and I'm
sorry we couldn't resolve this immediately. I am escalating this
issue to[team name]and you will hear back from them[time frame]

Right now, I'm reviewing...

[Page]is loading right now - thanks for your patience
While I'm looking into this for you, is there anything else I could
assist you with?

I apologise if we couldn't meet your expectations. I'm happy to take

this up to ensure complete resolution.

I understand that you want to speak to a supervisor, and I want to

make sure we get you to the correct person to get this corrected
right away. If you can help me to understand the issue, I can make
sure we get you to the right person

I understand you would like to speak with a supervisor. I’m going to

check if someone is available right now. If not, I can schedule a
time for someone to call you back. While I’m checking, is there
anything else that I can do to help?

[Name], I really want to help you get this resolved. In order to do

that we’ll need to communicate respectfully with each other. I see
that your account shows

I truly do want to help here, but I will have to disconnect the call if
we can’t communicate respectfully. Would it be better if we give
you a call back in a hour or so?

I will need to disconnect the call at this time. If you still need
assistance you can contact support by tapping “help” within the
Uber app. Thank you for your time and have a good day
“XXX may I put your call on hold please for 1-2 minutes?
“XXX I will be placing your call on hold forthis reasonand I will be
back in 1-2 minutes”
“Thank you, I am placing your call on hold now”
“Hi XXX thank you for your patience.The reasonis taking more time
than expected, is it okay if I place your call on hold again?

Thank you for calling Uber Eats. This is “Agent First Name”, For
verification purpose, May I have your registered mobile No. and full
name please?

Thank you for calling Uber Eats. This is “Agent First Name”, For
verification purpose, May I have your registered mobile No., full
name and your Driving license number?

Thank you for calling Uber Eats. This is …. . Am I talking to xx?

-If name is same as that in tools, next question
- Thank you. How may I help you?

-If name is not same as that in tools,

Thank you. May I also have your registered mobile No. and your
email id?

If verification fails

Unfortunately, the details you’ve given us don’t match our records

and as much as I’d like to help, our privacy policy does not allow us
to disclose account information without verification. In this case, it
is best to have the verification details ready with you or if this is a
family member or friend’s account, please have them call us and
we’ll be glad to look into the issue for you.

Thank you for sharing the information. How may I help you?
Verified account: “Is this your order xxx from xxx Restaurant that
you placed at around xx:xx AM/PM?

Or

Did you order <item name1>, <item name 2>? From xx

restaurant?
Are you referring to the order xx you are scheduled to pick up/have
picked up from xx resto?
Verified account: “Is this your order xxx that you received at around
xx:xx AM/PM?

Thank you for calling Uber Eats <restaurant first name>. I

understand you want to <re-iterate the issue>.
Unfortunately, the concern you have raised is resolved by our
escalations team at Uber via email only.
I will raise a service ticket on your behalf and escalate it to the
concerned team.
Please be assured our team will get back to you ASAP
Appreciate your understanding in this regard.

I can understand your concern/problem and I am here to help you.

First Hold - For better assistance, May I place your call on hold for
1-2 minutes for this reason

Second Hold: - Thank you for holding the line. It's taking more time
than expected, May I place your call on hold for another 2 minutes?

Thank you for being on hold.

Is there anything else I can help you with?
We value your feedback. Please be on the call for a quick IVR
survey.Thank you for calling Uber Eats. Have a great day/evening!
Scenario English

We value your feedback. Please be on the call for a

Closing quick IVR survey.Thank you for calling Uber Eats.
Have a great day/evening!
 Scenario
(Awashyanam samawa illanna) mata obage gataluwa sambandayen pahadili
namuth
Pushback oba sambandawa sitinne uber eats sewa sahaya anshayatai. obage
prawahana sambanda gataluwaknam uber app eke help option eka haraha
Rider
obata reaches out to Uber Eats
sambandhaweemata support
puluwan. ehiforathi
transport related
trip option eka concern
thoragena
Pushback
Call opening - Caller not calling from the registerd phone number for generic
information
Call opening - Caller not calling from the registerd phone number for issues
related
Call to
opening -for
Caller not calling from the registerd phone number
Caller
Caller asking
Account/ generic
order info (not
related query related to the account/ order for issues
related to
details/payments) e.g.
Call opening - Caller how to
calling sign
from up?
the Which cities
registered phoneis Uber Eats present in ?...
number
Account/ order related query

Authentication - Caller called from registered mobile no. and the issue is order
related
Authentication - Caller (courier) called from registered mobile no. and the
issue is order related
Authentication - Caller (resto) called from registered mobile no. and the issue
is order
Empathy related
Hold
Hold Refresh
Further Assistance
Closing
Call opening
Call closing
Discard food
Empathy
Conference
Summarising the call

Wrapping up a call

Angry or frustrated customer

Empathy

Unable to answer a question

Escalating a call

Dead air fillers

Ask for additional details to understand the concern

If the customer insists on speaking with a supervisor rather than providing

additional details

If you’ve attempted to resolve the issue or offered a follow-up and the

customer still insists on speaking with a supervisor

A customer using inappropriate language

Permission for hold

Inform the customer

Putting the call on hold

Placing call back on hold

Call opening - Caller calling from the registered phone number

Call opening - Caller not calling from the registerd phone number
Call opening - Caller calling from the registered phone number

Thanks for the information

Authentication - Caller called from registered mobile no. and the issue is order
related

Authentication - Caller (courier) called from registered mobile no. and the
issue is order related

Authentication - Caller (resto) called from registered mobile no. and the issue
is order related
calls for a non-order related issue and the concern has to be escalated to L2

Empathy

Hold

Hold Refresh
Further Assistance

Closing
 English
(Apologise if required)
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a recorded
Thanks line from
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your Eats.
time Am IEats.
to Uber talking to “Called
Have a good person’s
day.
name” ?
You can do whatever you feel like, have it or donate it
I can understand your concern/problem and I am here to help you.
Please stay on call so that we connect you to the
Restaurant/Courier Partner/Eater.
Just to make sure we're on the same page,(summary of your
understanding of the issue so far).
Let me give you a recap of what Doesdiscussed
we've that sound
soright
far to you?
As a reminder, here are the next steps I'm going to take on my end
I want to make sure you have a full understanding of what went
wrong
Before here, and
we end what
this call,we're planning
do you on doing
have any other to fix this for
questions for you
me?
While we're on the line, is there anything else I can help you with?
I saw that you'd previously asked about[TOPIC]; do you have any
further questionsyour
While reviewing on that topic Ithat
account, alsoI saw
can help you with?
that you'd had some
issues with[TOPIC];
I completely are there
understand any ongoing
the frustration problems
- I want in that
to make area
sure we
that you'd like
completely to gothis
resolve over?
as soon as possible
I assure you that we're doing everything we can to make this right
for
I doyou
understand your frustration, and I want to help however
possible
(wait for a pause) "Totally happy to get that one addressed - before
we
I'm do so, just
so sorry to want
hear to make
that, andsure the issue your
I understand at hand is 100% solved.
frustration
Then we can jump into this one!
I understand that you are frustrated about this situation, I will try
my best
I don't to get
know thethis issueto
answer solved right- but
that one awaythe minute we get off the
phone, I'll be finding that answer and following up

That's a great question, but unfortunately, that's not something I

know the answer to. Once we're off the phone, I'll be happy to
escalate that and make sure someone responds and gives you a
satisfactory answer
Thank you very much for taking the time to speak with me, and I'm
sorry we couldn't resolve this immediately. I am escalating this
issue to[team name]and you will hear back from them[time frame]

Right now, I'm reviewing...

[Page]is loading right now - thanks for your patience
While I'm looking into this for you, is there anything else I could
assist you with?
I apologise if we couldn't meet your expectations. I'm happy to
take this up to ensure complete resolution.

I understand that you want to speak to a supervisor, and I want to

make sure we get you to the correct person to get this corrected
right away. If you can help me to understand the issue, I can make
sure we get you to the right person
I understand you would like to speak with a supervisor. I’m going to
check if someone is available right now. If not, I can schedule a
time for someone to call you back. While I’m checking, is there
anything else that I can do to help?

[Name], I really want to help you get this resolved. In order to do

that we’ll need to communicate respectfully with each other. I see
that your account shows
I truly do want to help here, but I will have to disconnect the call if
we can’t communicate respectfully. Would it be better if we give
you a call back in a hour or so?

I will need to disconnect the call at this time. If you still need
assistance you can contact support by tapping “help” within the
Uber app. Thank you for your time and have a good day

“XXX may I put your call on hold please for 1-2 minutes?

“XXX I will be placing your call on hold forthis reasonand I will be

back in 1-2 minutes”
“Thank you, I am placing your call on hold now”
“Hi XXX thank you for your patience.The reasonis taking more time
than expected, is it okay if I place your call on hold again?

Thank you for calling Uber Eats. This is “Agent First Name”, For
verification purpose, May I have your registered mobile No. and full
name please?
Thank you for calling Uber Eats. This is “Agent First Name”, For
verification purpose, May I have your registered mobile No., full
name and your Driving license number?
Thank you for calling Uber Eats. This is …. . Am I talking to xx?
-If name is same as that in tools, next question
- Thank you. How may I help you?

-If name is not same as that in tools,

Thank you. May I also have your registered mobile No. and your
email id?

If verification fails

Unfortunately, the details you’ve given us don’t match our records

and as much as I’d like to help, our privacy policy does not allow us
to disclose account information without verification. In this case, it
is best to have the verification details ready with you or if this is a
family member or friend’s account, please have them call us and
we’ll be glad to look into the issue for you.

Thank you for sharing the information. How may I help you?

Verified account: “Is this your order xxx from xxx Restaurant that
you placed at around xx:xx AM/PM?

Or

Did you order <item name1>, <item name 2>? From xx

restaurant?

Are you referring to the order xx you are scheduled to pick up/have
picked up from xx resto?

Verified account: “Is this your order xxx that you received at
around xx:xx AM/PM?
Thank you for calling Uber Eats <restaurant first name>. I
understand you want to <re-iterate the issue>.
Unfortunately, the concern you have raised is resolved by our
escalations team at Uber via email only.
I will raise a service ticket on your behalf and escalate it to the
concerned team.
Please be assured our team will get back to you ASAP
Appreciate your understanding in this regard.

I can understand your concern/problem and I am here to help you.

First Hold - For better assistance, May I place your call on hold for
1-2 minutes for this reason

Second Hold: - Thank you for holding the line. It's taking more time
than expected, May I place your call on hold for another 2 minutes?

Thank you for being on hold.

Is there anything else I can help you with?

We value your feedback. Please be on the call for a quick IVR

survey.Thank you for calling Uber Eats. Have a great day/evening!
(Awashyanam samawa illanna) mata obage gataluwa
sambanden pahadili namuth oba sambanda wee aththe uber
eats sewa anshayatai mema anshaya magin obage gataluwa
nirakaranaya karaganimata apahasui.
prawahan sambanda gatalu Sinhala
sandaha uber app eke athi Help
option eka haraha
(Awashyanam samawa illanna) sambanda wiya
mata haka,
obage gataluwa
Ayubowan
ehi athi TripUber
sambanden optioneats!
pahadili ekamage
hara nama
namuth obage
oba “Agent
gataluwa
sambanda First Name”,
idiripath
wee aththe mama
uber
Mata
obata obage
sahaya gataluwa
wanne sambandawa
keseda? aniwayenmapahadili namuth
obage kalin
gataluwa
karanna
eats sewa nathahoth
anshayatai. https://help.uber.com/partners mema web
sadahan
sambanden kalamama
paridiudawobage gataluwa nirakaranaya
karannam.
site
If eka haraha
verification
prawahan obagegatalu
fails
sambanda gatluwa idiripathkaranna.
sandaha
karaganimata
mata obage oba kalayuththe
nama sambanda
danagannawiya obage uber
puluwanda?
app haraha
app eka eke athiyomu
Help
option
Mata
karanna eka
obage haraha
gataluwa sambandawa haka,
pahadili namuth kalin
-If the
athiname
samawenna
Verified is same
oba
account: ashara
labadun that
XX:XXAM/PM in mema
tools,
thorathuru proceed
apage
welawe with
thibena
anawum the query
wartha
ehi
sadahan
Ayubowan Trip
kalaoption
Uberparidi
eats!eka
obage obage
magegataluwa
nama gataluwa
nirakaranaya
“Agent First Name”, kala
idiripath mama
samaga
XXX
karanna
karaganimata galapenne
anawumanathahoth
oba nathi bawinobage
sambandayenda obata thorathuru
danaganimata
https://help.uber.com/partners
kalayuththe app eka haraha labadimata
awshya
memayomuweb
obata
-If the
Ayubowan sahaya
name Uber wanne
is not
eats! keseda?
themage
same as idiripathkaranna.
nama that in tools,
“Agent First Name”, mama
apahasui,
wanne?
site
karannaeka namuth
haraha obageapi obata
gatluwa udw kirimata balaporoththu
aniwayenma
obata sahaya obage
wanne gataluwa
keseda? sambanden mama udaw
wannemu,
apage
Ayubowan hotlineema
Uber nisa
eka Account
harahath
eats! mage obataeka obage,
nama “Agentobage
sambanda First yaluwekuge
wiya hakamama
Name”,
karannam.
Sthoothi!
aniwayenma mata obage
obage Mobile
gataluwa phone
sambanden number eka
mama sha
udaw obage
ho
obata pawle
-liyapadinchi kenekugenam
sahaya wee
wanne athi mema
obage
keseda? thorathuru
dukathana nisi
ankaya akarawa
eka oba
email
karannam.
lanaga address
thibenam eka danaganeemata
apata nawatha puluwanda
amathumak labadenna
labadenna
aniwayenma puluwanda
obage gataluwa sambanden mama udaw me
sambanden
-karannam. parikashasambandayen
thawath thorathuru kara dennam obata apiwa danuwath
emenma,
kirimata
me athara
Verified obage
puluwanda?
account: ananyathawaya
obage XX:XXAM/PM
ananyathawaya memathahawuru
thahawuru
wealawe kirima
XXX sandaha,
kirima sandaha,
(hotel or
apath
-obage
apath samaga
kalin
samaga
Restaurant) ekenregister
anuawuma
register
anawamuwee
wee athi
mokakda?
athi
karana mobile
mobile
lada number
number
obage eka
eka,
XXX saha
anawuma
obata
sampoornadanaganimata
nama awshya wanne
danganeemata XX anawuma XXX (hotel
puluwanda?
-Sthanaya
sampoorna
Sambandayenda nama saha obage riyaduru
kathakaranne? balapathra ankaya
or Restaurant) eken labaganimata awshyada nathahoth eya
-gasthuwa
danganeemata puluwanda?
danatamath labagenada yanna wagada?
or
mata obage gataluwa sambandayen pahadili, mata me
sambandawa
1st hold - gtaluwa obata udaw karanna
pareeksha kireema puluwan.
sandaha mata obage
oba anawum
amathuma kale
winadi XXX
2kata(hotel
randi or Restaurant)
sitinna eken anawamu
puluwanda?
randee lada
karana sitiyata
obagesthuthii
XXX anawumada?
Wenath
2nd holdyamak danaganeemata
- amathume randee sitiyataawshyada?
sthuti. mata
gataluwa thawa
duratath
pareeksha
obage udaw
Prathichara karanna
kireema puluwan
sandaha
sandaha wedipuradigatama
sthoothi, kalaya awashya
amathume wana
nisa,
radi obata
Subasita IVRthawa
udasanak/ winadi
Sameekshanaya
Suba 2k obe amathuma
Sampoorna
sandyawak randi
karanna,
mama "Agent sitimata
Uber
First Eats
Name”
puluwanda?
amathuwata
karanne, Sthoothi, Suba dawasak.
Uber eatsihala sewawak
amathu obata labadima sandaha
sthuthi, suba mema amathuma
dawasak!
patigatha wanu atha, mama kathakaranne “Called person’s
oba
name”kamathi
da? deyak kirimata puluwana, obata eya
labaganimatath
mata obe thathwaya puluwan nathahothmata
watahenawa, adhara kirimatath
obata udaw karanna
puluwan.
mama sithanwa
puluwan. api dedenama ekama Avabodayakin sitinne kiya,
amathume randee sitinna, api obawa restaurant/ courier
(mema gaṭaḷuva piḷibannda obe avabodhaya
partner ho eater ta sambanda karannam. sadaha saranshaya
methek). pahadilida?
api kalin katha karapu dewal sambandayen mama nawatha obata keti pahadili kirimak karannam
nawatha mathak kireemak washayen, mama awasana
Mehi siduvuganimata
washayen gataluwa piḷibanda obata danatamath
balaporoththuwenne pahadili
mema athi ,
piyawarai
mema gaṭaluva niwaradi kirimata api wagalagannemu
api mema amatuma avasan kirimaṭa pera, obata venat prashna
thibeda?
mema amathume
oba kalin [TOPIC] sitiyadima
gana vimasuobata udaw
nisa; emakaḷa haki thavat yamak
marthukava
tibeda?
sambandhayenm aapipirikseemedi,
udaw kirimata kamathi, obaṭa thavath
obe giṇuma nawatha [TOPIC] gana obata yam prashna
gatalu
tibenawada?
athi bawa pahadili; obata e sambandayen thawath gatalu
tibenawada?
oba apahasuthawayata pathwima gana mata pahadili. mama ikmanin
(wait
mema for
oba wenuwena pause)
gataluwata api sama
ese kirimata
kalasampurṇayenma
haki pera oba
wisadumak
upakarayakma apita
laba
apage meya
dennam
patten api
pahadilikirima
uparimenma sambandayen
labadennam. itha sathutui, mata
obe kalakirima mata
danaganimata pahadili.
awshya kohoma
wanne wunath
obage mata udau
gataluwa 100% karanna
awashya wenawa
wisadunada yanna wagai.ina pasuwa apita me gana ktha
kirimata puluwan
oba path wu apahasuthawaya mata pahadili, a samndawa
itha
oba mekanagatui.
siduweema sambandawa apahasuthawayata path wa
athi
matabawa mata pahadili,
me sadahawa mama uparima
nisi pilithurak dimatauthsaha
nohaka,karanawa
eth man
me gataluwa wisada deemata
me sambandayen thawa duratath wistara aragena obata
pilithuru laba dennam
eka hoda prashnayak eth awasanawata man mata me
sadahawa nisi pilithurak dimata apahasui. man me
sambandayen thawa duratah wistara aragena obata e
wenuwen sathutudayaka pilithururak laba denna katayuthu
karannam
obata bohoma isthuthi apith samaga katha karanna kaalaya
wen kareema sambandayen saha samawenna obage
gataluwa ikmanin wisadeemata nohaki weema gana. mama
me gataluwa (team name) yomu karannam pasuwa ema
kandayama wisin obata nawatha call karai
mama eya paraksha karana gaman sitinne
[Page]is loading right now - sthoothyi radi sitiyata
mama me sambandawa pariksha karanagaman sitinne, obata
wenath yamak danaganimata thibenawada ?
Obata awashya sewawa laba dimata nohaki weema
sambandayen apage balawath kanagatuwa. Api haki ikmanin
obata wisadumak laba dimata katayuthu karanu atha.
obata supervisor kenek ha sambanda weema athi
awashyathawaya apata therena athara, obata athi prashnaya
pahadiliwa idiripath kala haki nam apata haki ikmanin
supervisor ha obawa sambanda kala haka.
obata supervisor kenek ha sambanda weema athi
awashyathawaya apata therena athara, me mohothema
obawa supervisor ha sambanda kirimata apage uparima
uthsahaya daranu atha. Ese nomathi unoth obata pasuwa
contact kirimata apa supervisor ta danwanu atha. Ita
amathawa obata wenath issues thibeda?
[Name] Mata obe prashnaya nirakarana karagenimata udaw
karimata puluwan, eya kirimata wedagath widihata apa
samaga katha karanna.
Obata upakara kirimata apata awashya wee athi namuth,
obage nowadagath katha wilashaya hethuwen eya kirimata
apahasuya. Obage pahasuwa sadaha apa oba payakin
sambanda karagatha hakida?
Mema awasthawe mata obage amathuma wisandi kirimata
sidi wanu atha. Obata thawaduratath upakara awashya nam
Uber app eke athi help option eka click kara labagatha haka.
Oba apata laba dun kalayata sthuthi. Suba dawasak.
"XXX mama obage amathuma winadi kihipayakata hold eke
thabannada?"
" Mema hethuwa nisa mama obage call eka hold eke thabana
athara, winadi kihipayakin mama obawa sambanda
karagannam."
Isthuthi madak rendi sitinna apa samaga
Isthuthe api samaga rendi sitiyata, Obage issue eka
sambandayen apata thawath mada welawak awashya wanu
atha. Obage amathuma nawathath hold kala hakida?

Uber Eats amathu obata isthuthi. mama "agent name",obage ananyathawaya thahawuru kirima sandaha, apath
Uber Eats amathu obata isthuthi. mama "agent name",obage
ananyathawaya thahawuru kirima sandaha, apath samaga
register wee athi mobile number eka, sampoorna nama saha
obage riyaduru balapathra ankaya danganeemata
puluwanda?
Uber Eats amathu obata isthuthi.mama "agent name", mama
katha karanne XXtada? nama mewalam wala thibena namata
samana nam, eelanga prashnaya..........Isthuthi,mata obata
udau kala hakke keseda? nama mewalam wala thibena
namata samana nathi nam............Isthuthi, ewagema mata
oba apith samaga liyapadinchi wee athi phone number eka
dana ganeemata puluwanda?

If verification fails

samawenna oba labadun thorathuru apage thibena wartha

samaga galapenne nathi bawin obata thorathuru labadimata
apahasui, namuth api obata udw kirimata balaporoththu
wannemu, ema nisa Account eka obage, obage yaluwekuge
ho pawle kenekugenam mema thorathuru nisi akarawa oba
lanaga thibenam apata nawatha amathumak labadenna me
sambanden parikasha kara dennam
thorathuru labadunnata sthoothi, mama obata sahaya wanne
keseda?
Verified account: XX:XXAM/PM mema wealawe XXX (hotel or
Restaurant) eken anawamu karana lada obage XXX anawuma
Sambandayenda kathakaranne?

or

oba anawum kale XXX (hotel or Restaurant) eken anawamu

karana lada obage XXX anawumada?

obata danaganimata awshya wanne XX anawuma XXX (hotel

or Restaurant) eken labaganimata awshyada nathahoth eya
danatamath labagenada
Verified account: yannamema
XX:XXAM/PM wagada?
welawe anawum kala
XXX anawuma sambandayenda danaganimata awshya
wanne?
Uber Eats amathuwata Sthoothi <restaurant first name>,
mata pahadili <re-iterate the issue> me sambdawa
danaganimata awshya bawa, namuth oba yomukarana
gataluwa apita wisadimata hakiwanne adala kadayamata
meya e-mail ekak magin danuwath kalahoth pamani, meyage
apage paththen adala anshayata yomu karannam, adala
anshayen itha ikmanin me sambandawa pariksha kara obawa
sambanda kara gani, me sambandawa oba therum ganima
ith prashansaniyai.
obage gataluwa sambandayen mata pahadili, me
sambandawa mama obata udaw karannam
1st hold - gtaluwa pareeksha kireema sandaha mata obage
amathuma winadi 2kata randi sitinna puluwanda?

2nd hold - amathume randee sitiyata sthuti. gataluwa

pareeksha kireema sandaha wedipura kalaya awashya wana
nisa, obata thawa winadi 2k obe amathuma randi sitimata
puluwanda?
amathume radi sitiyata sthoothi!
wenath yamak samnbanden danganimata awshyada? mata
obata udawkirimata puluwan
We value your feedback. Please be on the call for a quick IVR
survey.Thank you for calling Uber Eats. Have a great
day/evening!
awuru kirima sandaha, apath samaga register wee athi mobile number eka, sampoorna nama saha danganeemata puluwan
saha danganeemata puluwanda?
 Scenario
Call opening - Caller not calling from the registerd phone
number for issues related to

Account/ order related query

Empathy

Verification

Probing
Authentication - Caller (courier) called from registered mobile
no. and the issue is order related

Hold

Hold Refresh

Summarising the call / Wrapping up a call

Further Assistance

Closing
 English
Welcome to Uber Eats. My name is “Agent First Name”, how can I help you today?

Good morning/Good evening. This is “Agent First Name” calling on a recorded line from Uber Eats. Am I talking t
person’s name” ?
I can understand your concern/problem and I am here to help you.
Sure, I will help you with your query.
Meanwhile, for verification purpose, may I have your registered mobile number and full name please?
!!!!

Are you referring to the order xx you are scheduled to pick up/have picked up from xx resto?

First Hold - For better assistance, May I place your call on hold for 1-2 minutes for this reason

Second Hold - Thank you for holding the line. It's taking more time than expected, May I place your call on hold for
minutes?

Thank you for being on hold.

While we're on the line, is there anything else I can help you with?
Just to make sure we're on the same page,(summary of your understanding of the issue so far). Does that sound righ
Let me give you a recap of what we've discussed so far
Is there anything else I can help you with?
We value your feedback. Please be on the call for a quick IVR survey.Thank you for calling Uber Eats. Have a
day/evening!